Paddle • London - Remote

IT Service Desk Analyst

Employment type:  Full time


Fully flexible hours

Job Description

What do we do?

Paddle offers SaaS companies a completely different approach to their payment infrastructure. Instead of assembling and maintaining a complex stack of payments-related apps and services, we’re a Merchant of Record for our customers. That means we take away 100% of the pain of payment fragmentation. It’s faster, safer, cheaper, and, above all, way better.

We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 3000 software sellers in 245 territories globally.

The Role:

As a key part of Paddle IT, you will support our digital-first team of Paddlers across the globe, and ensure they have the hardware and software they need to be productive. You will work proactively to identify and remediate potential IT problems before they become impacting, whilst also handling support requests and resolving any issues in an efficient manner when they do arise.

This role does require partially going into the office and is a hybrid role.

What you'll do:

  • Introduce new joiners to Paddle and help them get up and running with their hardware and software

  • Provide IT support to Paddlers in a timely manner via our ticketing process or face to face in our London Hub

  • Triage complex issues, and escalate where appropriate

  • Measure and report on service desk performance

  • Identify trends in support tickets and propose improvements to address root causes

  • Maintain a knowledge base of support articles, and internal process documentation

  • Handle hardware issue, replacement and retrieval processes

  • Ensure IT operations are carried out in adherence to our compliance requirements

  • Provide technical support in Paddle’s London Hub for events and meetings

  • Enable Paddlers by providing guidance and training sessions

  • Assist with project based work

We'd love to hear from you:

  • Are able to work both collaboratively as part of a highly performing IT team, and autonomously towards agreed objectives

  • Have experience supporting one or more business IT systems, such as:

    • IAM (Okta)

    • Device Management (Jamf)

    • EDR (SentinelOne)

    • Collaboration (Google Workspace, Slack, Zoom)

  • Are passionate about IT and security and can leverage your skills to provide a seamless experience for other Paddlers

  • Have experience with (or a desire to work with) A/V equipment

  • Have the ability to communicate effectively across all functions and levels of the business

Everyone is welcome at Paddle

At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer, we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group.

Please let us know if there’s anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together.

Why you’ll love working at Paddle

We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative and respectful culture.

We live and breathe our values, which are:

Exceptional Together

Execute with impact

Better than Yesterday

We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare and well-being initiatives.

We are a ‘digital-first’ company, which means you can work remotely, from one of our stylish hubs, or even a bit of both! We offer all team members unlimited holidays and 4 months of paid family leave regardless of gender. We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training.

Company benefits

Open to part-time employees
Enhanced maternity leave
Enhanced paternity leave
Work from anywhere scheme
Unlimited annual leave
Work from home allowance
Mental Health Support
Office disability facilities
Faith and meditation space
Employees are very happy with their working location freedom
Employees are very happy with the flexibility in the hours they work
Employees are largely happy with the benefits their company offers
Work-life balance
Employees feel that they can find the perfect balance of life and work
Role modelling
Employees feel that flexible working is part of the culture
Employees feel they have complete autonomy over getting their work done

Working at Paddle

Company employees


Gender diversity (male:female)


Office locations

London, NYC, Boston, Salt Lake City and Argentina

Funding levels


Hiring Countries

United Kingdom
United States

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024
SaaS & Software

SaaS & Software

Industry awards 2023
1st – Medium companies

1st – Medium companies

Flexa100 2023
Saas & Dev Software

Saas & Dev Software

Industry awards 2022

Other jobs you might like